Company Description
SquareTrade is the fastest growing partner in the global device protection market and we
work with many of the world’s largest operators, retailers and manufacturers. Our
obsession with putting the customer first, from our transparent T&Cs, to our better
products, always available online claim filing and our flexible resolution options, are all
underpinned by our exceptional team. This is the secret behind how we’ve continued to
shake up the industry. We are the ones transforming a “bad” service category into
something that empowers people to take care of the things that keep life running
smoothly. Together, we’re united by the same end goal: to completely change what people
expect from an insurance plan.
We now protect over 140 million devices globally and work across Europe, with partners
including Apple, T-Mobile and Telenor. We have been first to market with a number of key
innovations, including fully-digital claims, choice of resolution option, next day exchange
and same-day services via local and on-site repair. Our European ambition continues to
grow as we step into new sectors including B2B, CE insurance and trade in products.
Own the day-to-day management and delivery of our Supply Chain for items sent to
our repair depots in Europe. Building a strong working relationship with our network
of repair and fulfilment vendors to deliver a best-in-class customer service while
identifying and enacting operational improvements and expanding our capabilities
where required.
Job Description
Proactively manage the relationship and performance of Repair Vendors (depot repair)
including the delivery of transformational improvement within the vendors operations
resulting in a better service for our customers.
- Where appropriate, develop relationships with new vendors to deliver on our strategic business goals and implement operational improvements.
- Build and maintain KPI analysis and tracking dashboards for service delivery and service costs/outcome analysis while contributing to design improvements of these tools
- Provide regular on-site support to our Vendors to drive improvements in turnaround performance and develop process efficiencies.
- Own and manage the day-to-day Supply Chain related processes ensuring we provide the customer with a seamless claims experience, e.g. resolving client escalations, assisting vendors with unforeseen issues
- Work alongside our Vendor Management team to ensure processes are consistent, scalable and optimized from both a cost and efficiency perspective across all product categories.
- Build a strong working relationship with our customer service, sourcing, and IT delivery teams to ensure we deliver the best outcome for customers while maintaining and improving cost efficient operations
- Customer-obsessed
- Focus on delivering outcomes
- Strong analytical skills; detail-oriented
- Good collaborative and interpersonal skills; team player
- Growth mindset, keen to develop
- Proactive problem solver, excited by challenges
- Managing 3 rd parties to deliver against set service levels
- Project management and planning
- Experience making sense of large datasets
- Experience identifying and delivering operational efficiency improvements
- Managing operational processes
- Making sense of large datasets
- Identifying and delivering operational efficiency improvements
- Working with international, remote teams
Preferred:
- Power BI or Tableau skills
- PowerAutomate, or other process automation tools
- Insurance or financial services background
Qualifications
- Fluent in English
Preferred:
- European language skills
- Python, data scraping capability
- Degree level educated
- Knowledge of Excel, SQL, Tableau and API integrations
- Knowledge of Salesforce
Additional Information
- Strategic thinking skills
- Strong collaborative and interpersonal skills
- Able to work independently
- Able to deal with all levels of the organisation
- A team player with a service/business enabler mentality
- Assertive
- Great persuasion skills
- Excellent planning and organising skills
- Strong written and verbal communication skills
- Able to interpret regulations and provide practical context
- Ability to build effective working relationships
- IT literate
